Service Manager, Grocery Retail

KEY ACCOUNTABILITIES

• Supervise, train, and support Front End associates, including cashiers, courtesy clerks, and service desk staff.
• Ensure fast, friendly, and accurate checkout service to provide an outstanding customer experience.
• Monitor Front End operations to ensure proper staffing, workflow efficiency, and adherence to policies.
• Oversee customer service desk activities including returns, refunds, lottery, money orders, bill payments, and customer inquiries.
• Ensure compliance with cash-handling procedures, register balancing, and resolving discrepancies.
• Absorb scheduling, labor planning, and Front End staffing needs.
• Coach associates on service standards, upselling, bagging procedures, and customer engagement.
• Handle customer complaints and escalated service issues professionally and promptly.
• Support training and onboarding of new Front End team members.
• Maintain Front End cleanliness, organization, and adherence to safety standards.
• Ensure accurate signage, pricing, and promotional displays at checkout lanes and service counters.
• Collaborate with store leadership to support storewide programs, seasonal events, and merchandising initiatives.
• Absorb monitoring and reducing shrink, cashier errors, and operational inefficiencies.
• Complete Front End reporting, audits, and compliance tasks as assigned.
• Perform other duties as assigned to support customer service and store operations.

Requirements

• High school diploma or equivalent required; additional retail or leadership training preferred.
• 2–4 years of customer service or Front End experience, ideally in grocery or retail; prior supervisory experience strongly preferred.
• Strong communication, leadership, and interpersonal skills.
• Ability to lift up to 25 lbs., stand for long periods, and work in a fast-paced environment.
• Must be reliable, organized, and able to work a flexible schedule including evenings, weekends, and holidays.
• Prior experience with POS systems, cash-handling procedures, and customer service best practices.